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Outside In from Forrester Research
OUTSIDE IN is the new book from by Forrester Research analysts Harley Manning and Kerry Bodine.
If you can get passed the normal consultancy hyperbole and Americanisms this book promises to provide some interesting information in furthering the cause of Outside In.
Naturally take with a pinch of salt the offers for speeches and presentations from Research Analysts (great stuff but I would rather have the people who have really done this stuff rather than just researched it!) you can review the 80 case studies.
Take away nuggets like “Aim to make it effortless for your customers” Phil Beinart, AT&T and “82% of customers stop doing business with an organisation as a result of negative experience”. The latter leaves me to believe those customers who don’t leave are either very lazy or penalised punitively for trying.
Now as I say don’t let my irony fool you… you review the preview and then order the book from this link. Enjoy! http://bit.ly/OutsideInForrester
The post Outside In from Forrester Research first appeared on CX Obsession - for Process & Experience Professionals.
The post Outside In from Forrester Research appeared first on CX Obsession - for Process & Experience Professionals.